Customer Service Techniques Essay Example | Topics and Well Written Essays - 1000 words

Customer Service Techniques - Essay Example Cancellations are also common whenever Mother Nature decides to strike. If you were not aware the airline has a strict policy that prohibits its employees from giving a customer a refund for any event or lodging expenses that the customers incurs in even if a delay or cancellation of flight occurs due to whether conditions. This policy was created to protect the company from claims such as yours which are out of the control of the organization. The mission of the company is to satisfy our customers in every possible way. Our denial of your claim does not mean we do not value your business as a customer. The damage you incurred in has nothing to do with the activities of the airline. We are very strict in our policy because the only responsibility of the airline is activity associated with the flight of its airplanes. The resources of our airline are used in an efficient manner to provide the best customer service in the industry. Since the company was not able to provide you with the flight services you needed we most certainly will provide you with either a refund of your money spend on the flight or give you a credit to be spend on a different flight for the future. The firm’s policy on refunds is more flexible than some our competition due to the fact we provide customers with cash refunds, while other companies only provide a flight credit. We hope that this resolution meets your expectation. It is unfortunate that you miss your event. Our company is truly sorry about the inconvenience you incurred in due to the cancellation of flight associated with the weather. Your secondary claim that the mechanical misfit made the cancellation of weather occurrence obsolete is not valid. The mechanical problem did cause a delay, but the cancellation occurred due to weather conditions. The flight had a one hour delay due to a mechanical problem. Airplanes are machines that sometimes break down mechanically just like automobiles due. The safety of the customers is the number one priority of the airline. The airline under no circumstance was going to endanger the lives of customers by putting an airplane in the air that had any type of mechanical failure. We are truly sorry that you had to wait while our mechanics fixed the plane. Having a flight on time is not as important to the firm as ensuring an airplane is free of mechanical errors whenever a problem occurs. The safety record of our company is flawless. We understand that waiting for a mechanical error to be fixed is a hassle for the customer, but sometimes it occurs and we must deal with the problem accordingly. The mechanical error was not the reason that the flight was cancelled. The flight was cancelled after the one hour delay due to bad weather. There is no association between the mechanical error and the bad weather. The worries and concerns of the firm’s customers are a top priority for the airline. In the future we hope we can provide you with superb services if you deci de to choose our company as your preferred airline. The mission of this airline is to ensure our customers have a great flight and reach their destination on time. Most of the time our flights leave on time and our customers get to their destination at the precise time their flight ticket specifies, but sometimes whenever the weather prohibits it flights are delayed and cancelled. The airline industry is highly regulated by the government. The Federal government has strict rules regarding flight leaving

State Of Integrated Health Delivery System Case Study

State Of Integrated Health Delivery System - Case Study Example The houses of HMA must, therefore, be put in place and in order before any external solutions can be solved. There is also a problem of personal acquaintance to administrative task delivery. By this, reference is being made to what is seemingly an absence of committed understanding of the core needs and strategic focus of the facility by the human resource base of HMA. It will, therefore, be very necessary for there to be a human resource based change that identifies the needs of staff and readily solve them. The essence of this change is that is it only when the service provider who in this case are the staff are well motivated to deliver work and understand the reasons to display committed service that the service provider can receive such guaranteed excellence in service delivery (Wennberg, therefore, In effect, changes in the human resource capacity building of the organization will ensure that there is improved productivity, which could also ensure that there is improvement in f inancial situation of HMA. Impact of current financial crisis on physician groups in the delivery of health care From every indication, the financial strength of a healthcare organization like HMA can greatly affect the plans and focuses of the organization in instituting and implementing for a new strategy (Halvorson, 2007). Once this inhabitation of strategy happens, the delivery of excellent healthcare, in general, can become greatly limited. This is because in most cases, health organizations depend on the use of such strategic changes to bring about excellent service delivery to clients as has been exhibited by HMA which is currently seeking to put in place the integrated delivery system as a strategy. Having said this, there have been other studies and works of literature that have argued that financial crisis at organizations such as HMA does not outrightly mean a flaw in the quest to deliver quality healthcare (Shi and Singh, 2004).  

Why Did Henry Viii Closed Dow the Monasteris Essay Example for Free

Why Did Henry Viii Closed Dow the Monasteris Essay In the 1500’s the king of England was Henry VIII. He had already broken up with the Catholic Church and the Pop. He had made himself head of the Church of England. Also he had divorced with Catherine of Aragon and marred Anna Boleyn. His lifestyle was extravagant and he was also worried that he could be attacked by the Catholic countries of Europe. Under these circumstances he decided to close down the monasteries for the following reasons: * He was greedy and needed more money for his extravagant lifestyle. * He needed lots of money to be prepared in case of a war with enemies * He needed to make sure the nobles of England supported him. * The monasteries had a lot of treasures and valuable parts and land * Monks and nuns lived a sinful life. Hennery VIII did not want to be unpopular to his people, for closing the monasteries, so he needed to justify his actions. For this reason he ordered his minister Thomas Cromwell to send inspectors to report how holy was the life of monks / nuns and how wealthy the monasteries were. The reports said that the monks and nuns were living a sinful life. Using the reports he managed to justify closing down the monasteries. He seized the wealth and the land of the monasteries for his needs (extravagant lifestyle, in case of war). To keep the nobles loyal to him, he gave them money and land. Finally this helped him to break one more link of the Pope with his people. Henry the VIII by closing the monasteries managed to solve his problems and to keep as many people as he could.

Exploring ADHD and Available Treatments Essay -- Attention Deficit Hyp

Abstract: This research paper describes ADHD and the treatments available. It discusses the different medications and their side effects and explains the opinions of some doctors for an alternative treatment. The main goal of the writing is to shed some light on the disorder and describe some theories about ADHD. This goal is stated in the thesis which talks about how ADHD cannot be identified exactly, the side effects to the medication are harsh, there are different alternative treatments, and research shows it may be caused from hormones and sleep deprivation. A Normal Life ? Imagine sitting in a fourth grade science class. The teacher is lecturing in the front of the room while a groundskeeper mows the grass outside the window. The mower is buzzing in the student's ears, grasping one students' attention, taking it away from the teacher's discussion. Slowly the mower begins to move further away until it is completely out of sight. The attention returns to the teacher, whose words mumble together. The student begins to feel bored as he begins to swing his feet on the seat in front of him. The student in front of him becomes annoyed by the pitter-patter on her seat, and she yelps with anger. The attention slides back into the class, where something new and interesting is happening. The teacher stops her lecture, making this student the center of attention. It may be negative attention, but it's something that holds the student's interest. This type of thing happens normally to this student, so he is used to it. Besides, this isn't his fault; everyone kno ws he has ADHD, anyway he can't help but act like this. It's just how some kids are, right? Normally his mother makes him take his pills, but today he threw them out becaus... ...w.nimh.nih.gov/publicat/adhd.cfm#adhd8 Ritalin side effects and warnings (2004). PDR. Retrieved March 26, 2004, from Medical Economics web site: http://www.fromthepines.com/ritalin.html Schneebaum, Ron M.D. (March 2000). Where did Ritalin come from? Retrieved March 23, 2004, from massnews web site: http://www.massnews.com/past_issues/other/3_Mar/ad5mar.htm Smith, Lawrence T. (2004). The truth behind ADHD . FDA facts national ? institutes of health consensus. Retrieved March 22, 2004, from FDA web site: http://www.ritalindeath.com/ Stein, David B. (1999). 1999. 1st ed, pg 6-32. Ritalin is not ? the answer:a drug-free, practical program for children diagnosed with ADD or ADHD. Retreived March 16, 2004 Volkow, Nora. (2001). Ritalin facts. Retreived March 20, 2004, from nida publications web site: http://www.nida.nih.gov /Infofax/ritalin.html

Critical Path Analysis

Critical Path Analysis INTRODUCTION: Planning, Scheduling and Controlling are three important functions of management. Planning involves the formulation of objectives and goals that are subsequently translated into Specific plans and projects. Scheduling is concerned about the implementation of activities necessary to achieve the laid down plans. The function of control is to institute a mechanism that can trigger a warning signal if actual performance is deviating (in terms of time, cost and some other measures of effectiveness) from the plan.If such a deviation is unacceptable to the concerned manager, he will be required to take corrective action to bring performance in conformity with the plans. The PERT and CPM models are extremely useful for the purpose of planning, scheduling and controlling the progress and completion of large and complex projects or for carrying out the analysis of these three managerial functions. Before we describe the basic concepts used in the constructi on and analysis of these models, let us first understand the meaning of a project. What is a project?A project can be defined as a set of large number of activities or jobs that are performed in a certain sequence determined logically or technologically and it has to be completed within (i) a specified time, (ii) a specified cost and (iii) meeting the performance standards. Examples of a project from fairly diverse fields are given below: 1. Introducing a new product in the market. 2. Construction of a new bridge over a river or construction of a 25 storied building, 3. Executing a large and complex order on jobbing production. 4. Sending a spacecraft to the mars. GENERAL FRAMEWORK OF PERT/CPMA network is a graphical representation of a project, depicting the flow as well as the sequence of well-defined activities and events. Developed during the 1950s, both CPM (Critical Path Method) and PERT (Programme Evaluation and Review Technique) are network techniques/models. The network app roach helps project managers in planning, Scheduling and controlling. As a planning tool it helps the manager to estimate the requirements of resources viz. , materials, equipment, manpower, cost and time for each activity or tasks of the project. This approach cannot make decisions by its own.It only provide additional information to executives to facilitate decision making process. Also it does not provide solution to every management problem. It certainly helps in identification of those activities, jobs or events which control the completion of the project. The working methodology of critical path analysis (CPA) which includes both CPM and PERT, consists of following five steps: 1. Analyse and break down the project in terms of specific activities and/ or events. 2. Determine the interdependence and sequence of specific activities and prepare a net work. . Assign estimates of time, cost or both to all the activities of the network. 4. Identify the longest or critical path throug h the network. 5. Monitor, evaluate and control the progress of the project by replanning, rescheduling and reassignment of resources. The central task in the control aspect of these models is to identify the longest path through the network. The longest path is the critical path because it equals the minimum time required to complete the project. All other paths other than the critical path (i. e. o critical or slack paths) offer flexibility in scheduling and transferring resources, because they take less time to complete than the critical path. ADVANTAGES OF CRITICAL PATH ANALYSIS There are a number of advantages in using critical path analysis. 1. It allows for a comprehensive view of the entire project. Because of the sequential and concurrent relationships, time scheduling becomes very effective. Identifying the critical activities keeps the executive alert and in a state of preparedness, with alternative plans ready in case these are needed.Breaking down the project into small er components permits better and closer control. 2. Critical path analysis offers economical and effective system of control based on the principle of management by exception i. e. need for corrective action arises only in exceptional situations and in most of other cases, performance is in conformity with the plans. 3. It is a dynamic tool of management which calls for constant review, a reformulation of the network, and finding the current path of relevance and optimum resources allocation.FUNDAMENTALS OF A CPA NETWORK ( Activity An activity is any portion of a project which consumes time or resources and has a definable beginning and ending. For example, â€Å"laying of pipe† is an activity requiring the use of resource mainly effort. Activity may involve labour, paper work, contractual negotiations, machinery operations, etc. Commonly used terms synonymous with â€Å"activity† are â€Å"task† and â€Å"job†. Figure 1 and 2 Activities are graphically r epresented by arrows, usually with description and time estimates written along the arrows.The tail of the arrow portraying an activity represents the starting point of the activity and its head represents its completion. The arrow may be straight slanting, or bent but not broken (see figure-1). The arrow is not a vector and need not be drawn to scale. ( Events The beginning and ending points of an activity or a group of activities are called events. Synonyms of an event are â€Å"node† and â€Å"connectors† An event is often represented graphically by a numbered circle (see figure-2), although any geometric figure such as square, oval, rectangle etc. will serve the purpose.We shall, however, stick to the most commonly used convention for representing an event viz, the circle. A few examples of events are as follows : (i) Material procured, (ii) Design completed, (iii) Project started, (iv) Bricks laid, etc. All activities in a network must commence from some event. Su ch events are called the tail events because they are connected to the tail of an activity. These are shown in figure 3. Similarly, all activities in a network must have terminal points called the head event because it is at the head of an activity. These are shown in figure-4.Figure-5 depicts tail and head events connected by arrows representing activities i. e. it depicts the dual role of an event. Event 14 is the head event for one activity and tail event for another. In a network, symbol â€Å"i† is used for the tail event (also called preceding event) and â€Å"j† for the head event (or succeeding event) of an activity. The activity, then being I-j. If an event represents the joint completion of more than one activity, it is called a merge event. If an event represents the joint initiation of more than one activity, it is called a burst event.A network is, then, a graphical representation of a project plan, showing the inter-relationship of the various activities. Networks are also called arrow diagrams (see figure – 6). When the results of time estimates and computations have been added to a network, it may be used as a project schedule. Conventions adopted in drawing networks: There are two conventions normally adopted while drawing networks. In the early stages of network drawing, it is suggested that the conventions should be respected until sufficient experience has been gained to justify dropping them.These conventions are: a) Time flows from left to right. b) Head events always have a number higher than that of the tail events. The above stated conventions allow activities to be referred uniquely by their tail and head event numbers, so that â€Å"activity 3-4† means only â€Å"the activity which starts from event 3 proceeds to event 4†; it cannot mean â€Å"the activity which starts from event 4 and finishes event 3†. Graphical representation of events and activities: Events are represents by numbers withi n circles. Activities are represented by arrows, the arrow-heads represent the completion of the activities.The length and orientation of the arrow are of no significance whatsoever (chosen only for the convenience of drawing). The activity of leaving place A and walking to place B can equally well be represented by figure-7. Fundamental properties governing the representation of events and activities: The representation of events and activities is governed by one simple dependency rule which requires that an activity which depends upon another activity is shown to emerge from the head event of the activity upon which it depends and that only dependent activities are drawn in this way.Thus, if activity B depends upon activity A, then the two activities are drawn in figure-8. Figure 7 AB 1. An event cannot occur until all activities leading to it are complete. 2. No activity can start until its tail event in reached. The above two properties can be combined into a single one, namely that â€Å"no activity may start until all previous activity in the same chain are completed. Logical sequencing are connection of activities; A project entails several activities. The arrows are arranged to show the plan of logical sequence in which the activities of the project are to be accomplished.The sequence is ascertained for each activity by answering the following three quires viz: (i)Which activity or activities must be completed before the start of a particular activity ? (ii) Which activity or activities should follow this? (iii) Which activities can be accomplished simultaneously? The activity or activities which immediately come before another activity without any intervening activities are called predecessor activities to that activity. The activities which follow another activity without any intervening activities are called successor activities to that activity.In a project of laying a pipe line, the three activities involved may be trenching, laying pipe and weld ing pipe. To decide the logical connection between these three activities necessary that they be carried out in series, the reasoning being that the pipe cannot be laid until trenching has been done and welding cannot be undertaken until the pipe has been laid. This way we decide the logical sequencing between different activities. Errors in logical sequencing: Two types of errors in logic may arise while drawing a network, particularly when it is a complicated one. These are known as looping dangling. 1)Looping: Normally in a network, the arrow points from left to right. This convention is to be strictly adhered, as this would avoid illogical looping, as shown wrongly below : (2)Dangling: The situation represented by the following diagram is also at fault, since the activity represented by the dangling arrow 9-11 is undertaken with no result. A To overcome the problem arising due to dangling arrows, following rules may be adopted. (i) All events, except the first and the last, must have at least one activity entering and one activity leaving them, ii) All activities must start and finish with an event. (3)Duplicate activities: Consider the following figure 11: A XY B Figure 11 In the above figure, activities A and B may be called duplicate activities because they have same head event (i. e. 6) and the same tail event (i. e. 7). One remedy for such a situation is the introduction of a dummy activity (4) Dummy activity: It is a hypothetical activity which consumes no resource and time. It is represented by dotted lines and is inserted in the network to clarify activity pattern under the following situations: ) It is created to make activities with common starting and finishing events distinguishable. ii) To identify and maintain the proper precedence relationship between activities that are not connected by events. iii) To bring all â€Å"loose ends† to a single initial and a single terminal event in each network using dummies, if necessary. For example, problem of duplicate activities in the figure-11 above may be circumvented as shown in figure-12. A XY B Figure 12 Figure – 13 shows three cases for the following set of dependency relationships: Activity C is dependent upon both A and B.Activity D is dependent upon A alone. BC AC A DD BA C B AD The first portrayal (on top left of figure-13) is clearly wrong since it shows D as dependent upon not only A but also B which is not desired. The other portrayal (ii) is also wrong since A is being shown twice and thus contravenes the fundamental axiom of network that three must be one arrow for each activity. The way out to this dilemma is the representation by means of the dummy activity. In the third portrayal of figure -13, C is dependent upon both A and B (via dummy) whereas D is dependent upon just A.Numbering the events: The event numbers in a network should in some respect reflect their logical sequences. When a complicated network has been drawn then the problem of assignin g numbers to the events involved in the network arises. A rule devised by D. R. Fulkerson, involving the following steps may be followed to resolve the problem numbering the events. i) An â€Å"initial† event is one which has arrow/arrows coming out of it and none of the arrow entering it. In a network there will be only one such event. Call it â€Å"1†. (ii) Delete all arrows coming out from the event 1. This will give us at least one more â€Å"initial event†. i) Number these events as â€Å"2, 3†¦. † (iv) Delete all emerging arrows from these numbered events which will create new initial events. Then follow step (iii). (v) Continue the above steps till last event is obtained which has no arrows coming out of it. Consider the numbering of events in the following figure. Figure 14 F AFA BG B CH CG AF AF BG BG CH CH AF AF BG BG CH CH Figure 15 Here we proceed from left to right. The event with least x- co-ordinate is assigned the smallest integer, sa y 1. other events are assigned progressively higher integers with regard to x-co-ordinate.If two or more events (4 and 5 above) have the same x-co-ordinate, the one towards arrow should have higher number. Further, it is not necessary, and in fact also not desirable to number the events consecutively. It would be a better scheme to number the events as 10, 20, 30, 40, 50, 60, 70 in the above diagram instead of 1, 2, 3, 4, 5, 6, 7. This affords insertion of more activities and events omitted by oversight or having become necessary in view of certain logic revisions. It was mentioned earlier that it is desirable that all the activity arrows point from left to right. If the arrow is vertical it may point downwards or upwards.For the sake of preventability it is to be recommended that activities emanating from one event or converging to another may make as great angles between themselves as possible. A few more conventions are given below: (i) Keep the arrow to the extreme right. (ii) A s far as possible avoid drawing arrows that cross each other. Usually by suitable ‘stretching’ the network diagram it is possible to avoid this. (iii) Where, however, crossing is unavoidable, bridging may be done. This applies to dummies as well. Draw boldly a big network. Smaller ones are confusing. Use of pencil and rubber is recommended.Exercise: Depict the following dependency relationships by means of network diagrams. The Alphabets stand for activities. 1. A & B control F; B and C control G. 2. A & B control F; B Controls G while C controls G and H. 3. A controls F and G; B controls G; while C controls G and H. 4. A controls F and G; B and C control G with H depending upon C. 5. F & G are controlled by A, G and H are controlled by B with H controlled by B and C. 6. A controls F, G and H; B controls G and H with H controlled by C. Answer: The required networks are given in figure -15 Exercise: Find out the superfluous (unnecessary) dummy activities in the network b elow. BEH C AF G D Figure 16 JKL M FG AB CDE H M IK Figure 14 Basic steps involved in drawing a CPM/PERT network : Network is defined as a diagram representing the activities and events of a project, their sequence and inter-relationships. The basic steps involved in drawing a network are: i) Breaking up of the entire project into smaller systems known as tasks. ii) For each tack ascertain the activities and events to be performed. iii) For each activity determine the preceding and succeeding activities. iv) For each activity determine or estimate the time and other resources needed. v) Draw a network depicting the assembly of tasks into a project.Network Construction Problem 1 The activities involved in the computer installation process are detailed below. You are required to draw the network. ActivityPredecessor Activities A. Physical preparationnone B. Organizational planningnone C. Personal SelectionB D. Equipment InstallationA E. Personal TrainingC F. Detailed systems designC G . File ConversionF H. Establish standards and controlsF I. Programme preparationH J. Programme TestingI K. Parallel operationsD, E, G, J. L. Finalize systems documentationI M. Follow upK, L B< C (ii) AA None < A None < B B B D C D A A < D (iii)C

Lewis Structures or Electron Dot Structures

Lewis structures, also known as electron dot structures, are named after Gilbert N. Lewis, who described them in a 1916 article titled, The Atom and the Molecule. Lewis structures depict the bonds between atoms of a molecule, as well as any unbonded electron pairs. You can draw a Lewis dot structure for any covalent molecule or coordination compound. Lewis Structure Basics A Lewis structure is a type of shorthand notation. Atoms are written using their element symbols. Lines are drawn between atoms to indicate chemical bonds. Single lines are single bonds, double lines are double bonds, and triple lines are triple bonds. (Sometimes pairs of dots are used instead of lines, but this is uncommon.) Dots are drawn next to atoms to show unbonded electrons. A pair of dots is a pair of excess electrons. Steps to Drawing a Lewis Structure Pick a central atom. Start your structure by picking a central atom and writing its element symbol. This will be the atom with the lowest electronegativity. Sometimes its difficult to know which atom is the least electronegative, but you can use the periodic table trends to help you out. Electronegativity typically increases as you move from left to right across the periodic table and decreases as you move down the table from top to bottom. You can consult a table of electronegativities, but be aware different tables may give you slightly different values, since electronegativity is calculated. Once youve selected the central atom, write it down and connect the other atoms to it with a single bond. (You may change these bonds to double or triple bonds as you progress.)Count electrons. Lewis electron dot structures show the valence electrons for each atom. You dont need to worry about the total number of electrons, only those in the outer shells. The octet rule states that atoms with eight electrons in their outer shells are stable. This rule applies well up to period 4, when it takes 18 electrons to fill the outer orbitals. Filling the outer orbitals of electrons from period 6 requires 32 electrons. However, most of the time when youre asked to draw a Lewis structure, you can stick with the octet rule.Place electrons around atoms. Once you have determined how many electrons to draw around each atom, you can begin placing them on the structure. Start by placing one pair of dots for each pair of valence electrons. Once the lone pairs are placed, you may find that some atoms, particularly the central atom, dont have a complete octet of electrons. This indicates there are double or possibly triple bonds. Remember, it takes a pair of electrons to form a bond. Once the electrons have been placed, put brackets around the entire structure. If theres a charge on the molecule, write it as a superscript on the upper right, outside of the bracket. Further Resources for Lewis Dot Structures You can find more information about Lewis structures at the following links: Step-by-Step Instructions for Drawing a Lewis StructureLewis Structure Example: Exceptions to the Octet RuleLewis Structure Example Problem: Formaldehyde

The Importance Of Perception In Pride And Prejudice

â€Å"All our knowledge has its origin in our perceptions† - Leonardo da Vinci The above quote emphasizes the cruciality of successful perception, since all the knowledge one possesses is acquired through perception, leaving those who fail to perceive with faulty knowledge which will ultimately lead to suffering. In the novel Pride and Prejudice, Jane Austen develops the theme that those who perceive successfully are ultimately rewarded and those who fail to perceive reality will ultimately suffer. She develops this theme through the characters of Elizabeth Bennet, Mr. Darcy and Lydia Bennet. Elizabeth Bennet, the main character of Jane Austen’s novel, has a very critical view on those surrounding her, yet her quick judgement sometimes†¦show more content†¦Elizabeth realizes that her prejudice against Darcy and her disappointment and anger over her sister’s situation caused her to readily believe Mr. Wickham’s story, which now seems unrealistic and implausible to her. Moreover, her failure to perceive reality caused her to reject Mr. Darcy’s proposal, because she believed he caused Jane’s despair over Mr. Bingley’s departure and the dire financial situation of Mr. Wickham. When visiting Pemberley, Elizabeth realizes the extent of her misperception of Mr. Darcy, admiring his amiable behaviour towards his sister Georgiana and his staff as well as his continued pleasant behaviour towards her. Soon after her hasty return to Longbourn due to Lydia’s relationship with Mr. Wickham, Lady Catherine de Bourgh unexpectedly visits her and attempts to convince Elizabeth to refuse any possible proposal of her nephew, Mr. Darcy. Lady Catherine wishes for her daughter to marry Mr. Darcy, and emphasizes that marrying Elizabeth would mean a degradation to Mr. Darcy’s social status.â€Å"He is a gentleman; I am a gentleman’s daughter; so far we are equal† (Chapter 56). 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